How widespread is customer culture in your company?
Credit Image: Unsplash.com
Whenever I ask this question, managers tend to respond in various ways.
Some of them complain about poor Customer Culture, while others confirm encouraging evolution signals.
In a nutshell, despite hyper-speed technological innovations, many companies admit that they are struggling to evolve in this strategic area.
However, they all agree on one point: in an increasingly competitive landscape, they feel the urgency to spread Customer Culture across all departments.
LinkedIn survey, May 2025 with over 100 respondent managers.
How to measure it effectively
If you don't know exactly where you are, you can't reach your destination.
That's why, as first step in the Customer Culture Academy, I help you measure the diffusion of Customer Culture within your organization. This targeted analysis allows you to:
- Obtain a clear overview of current strengths as well as areas of improvement.
- Proceed with the following steps, in a customized and pragmatic manner.
For more information about the Customer Culture Academy, fill out the form below.
What clients say
Paolo has been helping the Bank to our transform traditional Customer Service into Digital CX hub. I appreciate his innovative, professional and agile approach. His experience and open-minded approach may help any business to leverage their level of service.
Darko Popovic
COO, Multitude Bank
Paolo has helped us improve our Digital Customer Service operations. Starting from a complete assessment of business, he has developed a training process for our agents and ad hoc sessions for our manager. Surely a path of great growth for all of our team.
Salvatore D'Onofrio
Head of Voice of the Customer, ING
Paolo has combined strategic vision and great practical sense having extensively trained the Front Office team on soft, relational and communication skills.
It's been an important moment of customer culture growth for our Customer Loyalty in Italy.
Ruggero Carpentiere
Chief Customer Officer, Air Liquide
Selected client companies
Paolo Fabrizio
Digital Customer Service Advisor, Trainer, Speaker.
Born and bred in Milan, Italy. In the 90s he took part in the startup of the first online insurance companies, following the customer's entire life cycle. Since 2014, as consultant and trainer, he has been helping client companies harness digital customer service as a business driver. Founder of CustomerServiceCulture.com, content hub with over 300 blogs and podcasts and author of the book 'The Power of Digital Conversations'. Paolo is also an international speaker engaging audiences with real case examples and his passionate energy. Lecturer at Università Bicocca in Milan, Italy for Digital Customer Service topics (Master MADIM). Travel, music lover and rugby-addicted (because life is oval).